Smiths Home Decorating Center

We have received and reviewed your email concerning the complaint of [redacted] Our response: This was a cash and carry jobWe have sold Hallmark flooring for many years, we have installed it and we have sold it as a cash and carryWe have had absolutely no complaints regarding this flooringIt is well constructed and has a superb finish of aluminum oxide enhanced with nano particle top coat which is a residential/commercial finishThey purchased cartons and upon their complaint they asked to return the unopened cartonsI was able to do that without a restocking fee from my supplier and gave them a check for $on They had returned cartons to us on This was a day turn aroundAs for the complaint they have itself: This was a cash and carry job, we have no idea what the site conditions were at the time of installation or afterWe do not know if they used the proper tools, used the proper footwear, we do not know if the the floor was protected according to the manufacturers specifications, we do not know if they used the proper power nailer, we do not know what kind of level they used to check for straight lines or if it was free of debris, we do not know if they had a professional install the flooring or if they did it themselves with friendsThe cabinets were put in after the floor went down from my understandingAgain onsite conditions unknown to usThere is paperwork in each box with a description of the installation guide and maintenance warranty.When I first received the complaint I set up an appointment for the owner to come up and take a lookHowever, the designer who was the liaison for this whole project said he would bring me a few samples of the left over wood so that I could send it in to the supplier who in turn sends it to the manufacturer for testingHe did that the very same dayI called the ***'s and left them a message that we did receive the product and we would send it for testingThere was no need at that point for the owner to look at the floor as he would have taken the samples back to the store to have them sent outAfter a request for the owner to come up and take a look at the floor anyway, he did so right awayIn the meantime we did have the samples sent out immediately for testingThe testing came back to us and said that the concerns for the floor are locally caused and excluded from warrantyNo manufacturing defects have been identifiedYesterday, I sent an email to Mrs***It stated that her next step would be to hire her own Independent Flooring Inspector to inspect her flooring and give her a certified report stating the findingsI told her if the findings come back that the floor is defective she can forward the report to us and we would send it to the supplier who would then send it to the manufacturerI attached a list of seven (7) Independent Flooring Inspectors that cover the state of New York for herI also gave her the email and phone number of Hallmark Floors, manufacturer, if she choose to deal with them directly.Feel free to call me if you would like to discuss thisMy number is ###-###-####Helen A***Manager

We have received and reviewed your email concerning the complaint of [redacted] [redacted] Our response: This was a cash and carry job. We have sold Hallmark flooring for many years, we have installed it and we have sold it as a cash and carry. We have had absolutely no complaints regarding this...

flooring. It is well constructed and has a superb finish of aluminum oxide enhanced with nano particle top coat which is a residential/commercial finish. They purchased 54 cartons and upon their complaint they asked to return the unopened cartons. I was able to do that without a restocking fee from my supplier and gave them a check for $2568.03 on 2.16.2018. They had returned 21 cartons to us on 2.2.2018. This was a 14 day turn around. As for the complaint they have itself: This was a cash and carry job, we have no idea what the site conditions were at the time of installation or after. We do not know if they used the proper tools, used the proper footwear, we do not know if the the floor was protected according to the manufacturers specifications, we do not know if they used the proper power nailer, we do not know what kind of level they used to check for straight lines or if it was free of debris,  we do not know if they had a professional install the flooring or if they did it themselves with friends. The cabinets were put in after the floor went down from my understanding. Again onsite conditions unknown to us. There is paperwork in each box with a description of the installation guide and maintenance warranty.When I first received the complaint I set up an appointment for the owner to come up and take a look. However, the designer who was the liaison for this whole project said he would bring me a few samples of the left over wood so that I could send it in to the supplier who in turn sends it to the manufacturer for testing. He did that the very same day. I called the [redacted]'s and left them a message that we did receive the product and we would send it for testing. There was no need at that point for the owner to look at the floor as he would have taken the samples back to the store to have them sent out. After a request for the owner to come up and take a look at the floor anyway, he did so right away. In the meantime we did have the samples sent out immediately for testing. The testing came back to us and said that the concerns for the floor are locally caused and excluded from warranty. No manufacturing defects have been identified. Yesterday, I sent an email to Mrs. [redacted]. It stated that her next step would be to hire her own Independent Flooring Inspector to inspect her flooring and give her a certified report stating the findings. I told her if the findings come back that the floor is defective she can forward the report to us and we would send it to the supplier who would then send it to the manufacturer. I attached a list of seven (7) Independent Flooring Inspectors that cover the state of New York for her. I also gave her the email and phone number of Hallmark Floors, manufacturer, if she choose to deal with them directly.Feel free to call me if you would like to discuss this. My number is ###-###-####Helen A[redacted]Manager